A self-directed module in developing a culture of service excellence while serving patients, coworkers, guests and customers in healthcare sector

Learning Objectives:

When you finish this module, you will be able to:

• Define a Customer.

• State the Standards of Excellence, comprised of four Core Values & three Supporting Standards.

• Identify signs of customer satisfaction. Be able to use the Right words at the Right time during patient and family interactions.

• AIDET-effective use of de-escalation and develop consistency in customer service approach. Effective use AIDET in interactions with coworkers, guests, customers and above all in serving patients.

• Understand the benefits of team work in customer service Describe the remediation process of service recovery using ACT

Providing compassionate service is the mission of all health care organizations

• Good service only becomes great service when the customer says it is great!

• Consistent high quality service boils down to two (2) things: caring and competence (Chip Bell and Ron Zemke, Service Wisdom)

• Good service is not smiling at the customer, but getting the customer to smile at you.

How it Works:

1. Buy the module by clicking the add to cart button.

2. Proceed to checkout and pay for the fee.

3. Check your e-mail for the download link.

4. Download and study the module then answer the Post Test.

5. E-mail it to ksktrainingcenter@gmail.com.
6. We’ll e-mail your certificate when you pass the test.